Certified Debt Recovery Agent

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Course Content

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Basics of Banking 5 Topics | 1 Quiz

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Principles of Banking

Structure of Banking

Function of Banking

Deposits Opening and Operations

Commonly Used Terms in Banking

Quiz – Basics of Banking

Customer Relationship 4 Topics | 1 Quiz

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Customer and relationships types

Secrecy and Disclosure

Precautions While Disclosing

Opinions Reports

Quiz – Customer Relationship

AML and KYC 6 Topics | 1 Quiz

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Basics of KYC

KYC Norms

Key Elements of Know Customer

Money laundering

Money Laundering Stages

Role of Banks

Quiz – AML and KYC

E-Banking 2 Topics

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Basics of E-banking

E-banking products

Compliance and Legal 4 Topics | 1 Quiz

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Consumer Rights and Importance

Legal Aspect of Agent’s Contract

Features and Elements of Debt Recovery

Legal and regulatory framework for debt recovery

Quiz – Compliance and Legal

Banking Products 5 Topics | 1 Quiz

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Loans

Credit Cards

Other Credit Products

Debit Cards

Other Banking Products

Quiz – Banking Products

Functions of DRA 6 Topics

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Dues Collection

Remittance of Collected Funds

Book Keeping

Re-possession of Security

Legal action

Tracing Debtors

Debt Recovery Procedure 12 Topics | 1 Quiz

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General Guidelines

Debt recovery policy

Debt recovery processes and procedure

Skills and Strategies of Debt Recovery

Skills Needed

Communication skills

Listening skills

Inter-personal skills

Persuasive skills

Negotiation skills

Dealing with Difficult Debtors

Strategy for recovery

Quiz – Debt Recovery Procedure

Rights and Duties on DRA 16 Topics

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Right to Remuneration

Right to Retainer

Right to Compensation

Right to Indemnity

Duty to Follow Instructions

Duty to Follow Trade Customs

Duty To Exercise Care and Skill

Duty To Communicate

Duty to Render Accounts

Notices and Forms 4 Topics

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Acknowledgement Letter

Impound Order

Authorization to take possession

Skip tracing work Sheet

International Debt Recovery Practices 4 Topics | 1 Quiz

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Introduction

Practices in the USA

Practices in the UK

Debt Collectors – do’s and don’ts

Quiz – International Debt Recovery Practices

Code of Ethics 2 Topics | 1 Quiz

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Organizational Guidelines

RBI Guidelines

Quiz – Code of Ethics

Basic Arithmetic 4 Topics

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Communication Skills 7 Topics

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Importance of Communication

Basics of Communication

Communication Types

Communication Barriers

Verbal Communication

Non-Verbal Communication

Communication Skills Development

Etiquette, Manners and Grooming 3 Topics

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Etiquette

Grooming

Manners

Planning and Organizing Techniques 3 Topics

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Planning Techniques

Organizing Techniques

Time Management

Stress Management 4 Topics

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Stress Management

Causes of Stress

Signs of stress

Techniques of Stress Management

Team Work 1 Topic

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Formation of a Team

Computers Basics 10 Topics

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Introduction – What is Computer?

Commonly Used Computer Terms

Units of a computer system

Representation of information

Basic Operations of a Computer – Input, Process and Output

Disk Organization Terms

Software and Windows 7 Topics

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Using the Mouse

Windows Interface

Parts of a Window

File and Folder Management

Windows Explorer and Control Panel

Hardware & Software (install and troubleshoot)

Sharing information

Word Processing 4 Topics

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MS-Word Interface

File Management

Printing and Formatting

Formatting Document

Excel 4 Topics

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MS-Excel Interface and Moving in a worksheet

Data entry and types (date, alphanumeric)

Formulae, Cell referencing (absolute & relative) and worksheet ranges

Printing & Formatting

Presentation Software 4 Topics

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Setting a Slide Show

MS-PowerPoint Interface

Slide Views

Slide Animation

Internet 10 Topics | 1 Quiz

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Networking Concepts

Network types

Internet

Windows Networking terms

Sharing Local Printer

Connecting to a Network Printer

Sending an E-mail Message from Outlook

Sending email from Google’s Gmail

Download from Internet

Quiz – Internet